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If we do not receive a payment within 3 business days of the initial order date (unless you have contacted us with a valid explanation as to why the payment was not made), we reserve the right to cancel your order. We will always make several attempts to contact you prior to the cancellation of any order.

***CANCELLING AN ORDER***
Unsure about what you want to order? Please feel free to contact the Knitting Fairy first so we can get your Snug just right :) If you do need to cancel an order, please do so within 3 business days of when the order was placed if you want to get a full refund.

Returns & exchanges

***REFUND POLICY***
We stand by the quality of our product as we ourselves are proud Snug owners.

Ready made items can be returned for a full refund (minus shipping) if the items are unused and unwashed within 60 days of the date you received your order. Custom items are final sale unless there is an obvious defect in the product.

***MANUFACTURING DEFECTS***
If there is a defect in the product (e.g. loose embroidery on the teabag tag or a hole in your Snug), message us within 60 days of the date you received your order with a photo of the defect. Once we review and approve your claim, ship the item back to us and we will repair the affected items plus ship it back to you free of charge.

If you are not satisfied with your Snug purchase for any other reason, please feel free to message us and we will do our best to address your concerns.

Shipping policies

***TRACKING & SHIPPING INSURANCE***
If you wish to put tracking on your package please message us prior to your purchase so that we can adjust shipping costs accordingly. Any extra costs associated with tracking is passed to you, the customer. That being said, the Knitting Fairy highly recommends putting tracking on your purchase to ensure that your Snug arrives safely to your doorstep.

As the Snugs travel from our home to yours, it is possible that items may be lost or damaged while in transit. If this happens, message us and we will try our best to work out a resolution with Canada Post on your behalf. However, we are not responsible for any Snugs lost in transit that have no tracking.

***SHIPPING PRICES***
Please be aware that shipping prices are subject to change based on prices listed by Canada Post.

***RUSH ORDERS***
If you have a specific deadline to meet, you can place a rush order for an additional $5.00/Snug (if you are local to British Columbia, Canada) or $10.00/Snug (everywhere else) in addition to the cost of the cozy. Your order is considered a rush order if you need your item within two weeks of the purchase date.

***TRACKING & SHIPPING INSURANCE***
If you wish to put tracking on your package please message us prior to your purchase so that we can adjust shipping costs accordingly. Any extra costs associated with tracking is passed to you, the customer. That being said, the Knitting Fairy highly recommends putting tracking on your purchase to ensure that your Snug arrives safely to your doorstep.

As the Snugs travel from our home to yours, it is possible that items may be lost or damaged while in transit. If this happens, message us and we will try our best to work out a resolution with Canada Post on your behalf. However, we are not responsible for any Snugs lost in transit that have no tracking.

***SHIPPING PRICES***
Please be aware that shipping prices are subject to change based on prices listed by Canada Post.

***RUSH ORDERS***
If you have a specific deadline to meet, you can place a rush order for an additional $5.00/Snug (if you are local to British Columbia, Canada) or $10.00/Snug (everywhere else) in addition to the cost of the cozy. Your order is considered a rush order if you need your item within two weeks of the purchase date.

Additional policies

***CARE INSTRUCTIONS***
To keep your Snugs in tip top shape, hand wash them in cool water and mild soap, press flat between a cloth to squeeze out excess water and lay flat to dry.

***BULK/WHOLESALE ORDERS***
Any order of ten (10) items or more is considered a bulk order. Please message us if you wish to place such an order. We will try our best to accommodate you but be aware that larger orders will take take longer to complete and deliver as the Knitting Fairy only has two hands

***ORDER REFUSAL***
We reserve the right to refuse any custom orders that we deem inappropriate at our discretion.

Please feel free to contact us at any time either here on Etsy or if you prefer, send an email to onanaknits[at]gmail.com with any of your questions, comments or concerns. The Knitting Fairy is always happy to hear from her loyal customers.

We take intellectual property concerns very seriously, but many of these problems can be resolved directly by the parties involved. We suggest contacting the seller directly to respectfully share your concerns.